Lead, Community Support

Responsibilities:

• Lead high-impact initiatives and projects within the CS team, across partner teams (Product, Engineering, Trust & Safety, Brand, Outreach, Marketing), and with external vendors; driving each from problem identification through shipped, measurable outcome.
• Own the ongoing improvement of our core Support tooling including Intercom / Fin and adjacent systems, partnering with new vendors and internal stakeholders to evaluate features, lead implementation, and measure impact on team efficiency and community experience.
• Manage relationships with existing vendors and outsourced partners as it relates to your owned initiatives, holding them accountable to our standards and timelines.

Qualifications:

• 8+ years of related experience in community, customer, or user support with deep expertise across the full range of CS functions.
• Demonstrated track record of leading complex, cross-functional projects end-to-end and delivering measurable improvements to team performance or user experience.
• Hands-on experience owning or substantially improving customer support tooling (e.g., Intercom, Zendesk, Fin or other AI/automation tooling, help desk and knowledge base systems).

Benefits:

• Fully remote workforce with opportunities to connect with colleagues, 100% employer-paid health plans, and 16 paid vacation days plus a winter break.
• 25 volunteer hours each year, 16 weeks of parental leave plus fertility/family planning resources, and annual stipends including $3,000 for remote working and wellness.
• Kickstarter operates with a 4-day workweek to promote work-life balance and staff well-being.